IT Support Associate III

IT Support Associate III (Onsite)

*No Visa Sponsorship is available for this position.

About the COECIS Tech Information Technology Service Group

The COECIS Tech Information Technology Service Group (ITSG) provides administrative, faculty, and research IT support to the College of Engineering, Computing and Information Science, and Cornell Tech. The colleges incorporate approximately 4,000 faculty, staff, graduate and undergraduate students. Members of this team work collaboratively to provide Applications and Reporting, Infrastructure, Instructional, Desktop Engineering, Network, Research, Security and Web support.

The Opportunity

The IT Support Associate III is expected to deliver a high level of IT support across the COECIS Tech faculty and staff community. Proficient with enterprise device management solutions that directly impact our user base. Partner with academics, students and staff to provide IT solutions that directly impact research projects and goals. Act as a technical leader within the team and assume a leading role amongst our various service offerings. The successful candidate will work collaboratively with other ITSG end user technicians on adoption of campus standards.

The IT Support Associate III who specializes in both advanced support topics such as computer connected lab equipment (data acquisition, robots, experiments) and specialized research computers with advanced GPU usage for machine learning, artificial intelligence, block chain and engineering centric end user support. 

This position will deliver a high level of IT support (asset management, desktop engineering, audio visual, and level 2 & 3 support), provide consultation and advise on particularly complicated issues, partner with academics and students to provide IT solutions that enable research, and provide technical leadership within the team. The team member will work with and understand the needs of the clients, which include faculty, students, and staff, in order for the communities to achieve their mission.

What We Need

Required Qualifications:

• Bachelor’s degree and two (2) to four (4) years relevant experience or equivalent combination of education and experience.
• A minimum of three (3) years' support experience in a desktop support role.
• Basic knowledge of Windows and Apple fleet management using JAMF, MEMCM, and InTune enterprise device management solutions.
• Linux knowledge: Ability to run basic commands, manage user accounts, install packages, run updates, troubleshoot issues, view logs and remotely manage systems using SSH. 
• Familiarity with Microsoft Exchange, Active Directory and Group Policy management.
• Strong ability to use multiple documentation and communication methodologies in supporting both internal and external workflows.
• Ability to work with internal and campus level teams to accomplish projects and tasks.
• A willingness to evolve current IT workflows and make appropriate suggestions for improvements.
• Ability to organize numerous tasks and projects effectively.
• Must be willing to respond to computer emergencies at almost any time on nights, weekends, and holidays.

University Related Requirements:

• Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds.
• Experience incorporating the perspectives of multiple communities, including communities of color. 
• Experience working with diversity, equity, inclusion, and wellbeing programs. 
• Passionate about working in an organization that values and promotes diversity, equity, inclusion, anti-racism, and wellbeing.
• Ability to cultivate and develop inclusive and equitable working relationships with students, faculty, staff, and community members. 

*A cover letter and resume are required for further consideration for this position.

*Relocation Assistance may be available for this position.

*No Visa Sponsorship is available for this position.

If you have all those things, great! We have a few more things that we would prefer you to have, but it’s ok if you don’t.

Preferred Qualifications:

• Bachelor’s degree and three (3) to five (5) years relevant experience or equivalent combination
• Experience with MEMCM, JAMF and InTune endpoint management systems. 
• Experience with Linux System administration.
• Experience with technology support in higher education.

What We Offer

Rewards and Benefits

• Cornell receives national recognition as an award-winning workplace for our health, wellbeing, su